Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

MARCH 29, 2019

For this, it is useful to use numerical rating systems in questions. The main questions come from three major rating scales: Customer Satisfaction (CSAT) Questions usually utilize this rating scale to get clients to demonstrate their level of satisfaction with a product or service. These can then be translated to a number based system.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

Beyond Philosophy

MAY 12, 2021

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Voice of the customer continues to be a hot investment, too.

Customer Expectations 88

Customer Expectations Technology Analytics Chief Customer Officer 88

ClearAction

JANUARY 6, 2021

The main points are to contrast customers’ expectations versus their perceptions, whether pictorially, textually, by video, or any other format — and then, most importantly, to sustain resolution of key issues for the benefit of your whole customer base. 16) Start recognizing teams for prevention of customer issues.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Wootric CX Blog

DECEMBER 8, 2019

It almost serves as an early warning system for our customer success team by flagging issues (local issues, training, things within our system, etc.) Jeff Shah , Executive Director of Customer Care at The NewYork Times, began using the CES metric at The Times about a year ago and he is excited about what he has seen so far.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ClearAction

APRIL 29, 2020

Scope of VP-CX Influence: This executive will lead a small multi-faceted team to facilitate central oversight of customer experience programs and efforts company-wide as well as centralized programs. Track record of customer-centric decision-making. Certified Customer Experience Professional (CCXP).

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ChurnZero

MARCH 22, 2019

But then over time with Customer Marketing and Customer Success, people love to use Slack and then all of a sudden, it’s expanding. Now, if you are selling something like an ERP system, which is a huge decision and will change the whole company, there might not really be much to upsell, since the initial sale is so big.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

ClearAction

FEBRUARY 27, 2015

Don't think only of "onstage and backstage" people, processes, and systems that contribute to and determine customer experience success. Be holistic, and get specific in order to drive ownership and action across the chain leading up to what customers see. ClearAction offers a CCXP Exam Prep Course.).

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

Amity

APRIL 25, 2016

VP of Client Experience & Transformation - ADP. David is incredibly passionate about the emergence of Customer Experience as a profession, and was a founding member of the Customer Experience Professionals Association. Partner & Global Practice Leader, Customer Strategy - Bain & Company.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. I started my career as an engineer building submarine missile systems. I became fascinated with the things that no department owned”.

B2B 30

B2B Groups CRM Culture 30

SmartKarrot

MARCH 8, 2022

Donna has successfully helped many companies scale their Customer-Success growth and reap the benefits of the if the customer wins, the company wins phenomenon. A leader who believes in ‘paving a path forward no matter the odds,’ Elli Wu is a Customer Experience professional, board advisor, engagement expert, speaker, and author.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SmartKarrot

JANUARY 5, 2022

She believes true customer success is determined by companies being the best version of themselves that she helps them form through their behaviors and actions. Jeanne’s also the Co-Founder of the Customer Experience Professionals Association. Marry is the Chief Strategy and Customer Officer at involve.ai

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Answer Dash

APRIL 16, 2019

Each manager interprets the relationship between priorities differently, often contributing to friction between units and to silos of data, systems and people. As explained in the first of this six-part series, CEO’s Guide to Growth through Customer-Centered Management , financials are the cart, and customers are the horse.

Customer Experience 76

Customer Experience Customer Journeys Financial Handbook 76

ClearAction

AUGUST 13, 2019

Each manager interprets the relationship between priorities differently, often contributing to friction between units and to silos of data, systems and people. As explained in the first of this six-part series, CEO’s Guide to Growth through Customer-Centered Management , financials are the cart, and customers are the horse.

Customer Experience 48

Customer Experience Customer Journeys Financial Customer Experience Professionals 48